Community Manager

About 20,000 players have joined our Discord, and people talk about Shockbyte on Reddit and social media every day. We're hiring a Community Manager to look after those conversations and be our voice in them.About ShockbyteWe're based in Melbourne and have run game servers since March 2013, making Shockbyte one of the longest-running Minecraft hosts. Today we support 70+ games, including Minecraft, Rust and RuneScape: Dragonwilds, across 13 server locations.We've hosted over 1.2 million servers for 30 million players worldwide, and our support team helps customers around the clock.About The RoleThis is a new role, dedicated full-time to our community. You'll own our Discord, our Reddit presence and our social channels, and you'll be Shockbyte's public face online and the community's voice inside the company. Our support team answers tickets and replies to Trustpilot reviews, so you can spend your time on the community itself.Players check Discord, Reddit and social media before they pick a host, so a quick, helpful reply from a real person can win a new customer or keep an existing one. They'll hear from you first, whether we're launching a new game or dealing with an outage. Behind the scenes, you'll work closely with our product and support teams and bring them what players are saying.We'll measure success by how people talk about us: more positive posts about Shockbyte, more players recommending us in Reddit hosting threads, and more Discord members who stay active. You'll also help us cut support tickets, keep customers for longer, and build passionate brand advocates. On social, we look at likes, comments and shares per post.What You'll DoRun our Discord day to day: announcements, offers, posts, community events, Q&As and moderationGet members helping each other with how-to questions, so fewer people need to open a ticketGive quick, personal replies to questions and complaints on Discord, Reddit and social mediaPost helpful, official replies in hosting threads on Reddit, in subreddits like r/admincraftUpdate players fast when we confirm an outage, and share good news like new game launchesSpot problems like outages or billing issues early, and flag them to the right team before they turn into ticketsSum up common complaints in a short monthly report for our product and support teamsRun events or giveaways regularly, and build a moderator and ambassador program with community volunteersTrack brand mentions with a social listening tool, and report sentiment, engagement and reply times in a monthly dashboardRequirementsWhat you'll bringYou've helped run or moderate an online community, like a Discord server, subreddit or forum. Volunteer experience countsYou know Discord well, including roles, permissions, bots and moderation toolsYou know how Reddit works and can post as a brand without sounding like an adYou play multiplayer games and know enough about Minecraft to talk servers, mods and plugins with playersYou write clear, friendly replies quickly and stay calm when someone is angry in publicYou know when to reply, when to check with the team first, and when to hand something to SupportYou spot patterns in what players say and can sum them up for other teamsYou plan your own week and keep posts, events and reports on track without anyone chasing youYou're happy tracking simple numbers, like reply times and engagement, for a monthly dashboardYou're based in Melbourne, have full working rights in Australia, and can come into our Docklands office 2 to 3 days a weekThis is a junior role. If you've helped run a community for fun and you write well, apply.Bonus pointsYou've run your own Minecraft or other game serverYou've organised community events, giveaways or tournamentsYou've managed a team of volunteer moderatorsYou've used a social listening tool to track brand mentionsYou can make simple graphics or short videos for social postsYou've worked in customer support or another customer-facing jobBenefitsWhat we offerOwnership from day one: Discord, Reddit and our social channels are yours to runA direct line to our product and support teams, so what players tell you reaches the people who can fix itFlexible hours, planned around the coverage times we agree with youFree game server hosting and Shockbyte merchEarly leadership experience: you'll recruit and lead our volunteer moderators and ambassadors